Customer Intelligence & Master Data Supervisor

About AbbVie

At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit https://global.allerganaesthetics.com/. Follow Allergan Aesthetics on LinkedIn.

Joining Allergan Aesthetics (AA), an AbbVie company, means you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients’ lives. AA exists to empower confidence for consumers and customers, creating products and technologies that drive the advancement of aesthetic medicine. We believe in the power of shaping your own life, your own business, your own look – and we continue to evolve our business around the needs of those we serve. United by our shared belief in what we do and a commitment to doing what is right, we bring our best every day to empower confidence.

When choosing your career path, choose to be remarkable.

The Customer Intelligence & Master Data Supervisor plays a key leadership role within the Customer Service team, with direct responsibility for people management and oversight of the Customer Master function. This role leads day-to-day account setup and maintenance processes, ensures data integrity, and collaborates closely with Trade & Pricing, Customer Service, and cross-functional partners to drive operational excellence, KPI performance, and continuous process improvements across regions.

• The Customer Intelligence & Master Data Supervisor will play a leadership role in the broader Customer Service team, with direct people management responsibilities.
• This role will act as team lead for the Customer Master team, overseeing the day-to-day account qualification and creation processes.
• This position will work closely with the Head of Trade & Pricing, Customer Service, as well as the Customer Service Team Lead in the creation/maintenance of customer service & customer master KPI’s, relevant SOP’s and work instructions; dashboard design, tracking; as well as processing order returns, samples, training products, and monitoring of consignments. 
• Liaising with cross-functional partners, including Legal, Regulatory, Trades to maintain and execute Scope of Practice across regions, customer types and products, ensure timely communication with rest of business and implementation in SAP system.
• Act as point of escalation for all account set-up/update inquiries.
• Manage license revalidation cadence, ensure timely resolution to any blocks.
• Evaluate existing procedures/systems, to identify process improvement opportunities.
• Professionally handle incoming phone calls and email requests from customers/Sales Representatives, when required, to ensure requests are resolved promptly.
• Identify and support product up-sell opportunities.
• Support ad-hoc SAP report requests.
• Adhere to all internal/external standards in day-to-day operations and support broader organization on customer service/master data audit inquiries.
• Daily SAP order monitoring, including open orders through to invoicing and delivery.
• Resolve various SAP blocks, errors and releases, including returns management.
• Maintain on-going partnership with Customer Service Lead, co-leading weekly Team meetings and support monthly performance reporting, and act as Customer Service Lead backup from time-to-time.
• One-to-one onboarding/training/coaching with direct reports.
• Any other Customer Service, Master Data tasks as required.

Qualifications

• University degree or college diploma; postgraduate degree preferred.
• 7+ years of experience in customer service, master data, or call centre environments.
• Experience within pharmaceutical, CPG, or medical aesthetics industries.
• Experience with internal and external audits.
• Previous people management experience (supervisory responsibility required).
• Strong written and verbal communication skills in English; French is an asset for collaboration across Canada.

Must Have

• Advanced SAP experience (ECC, Order-to-Cash, or comparable order management systems).
• Proficiency in Power BI and Excel.

Nice to Have

• Experience drafting SOPs and work instructions.

Behaviors

• Building Strategic Work Relationships: Able to foster cross functional collaboration to drive win-win, demonstrates high interrelation, consultative, social skills, interacts internally and externally, able to lead and influence, has a solutions-oriented team-player mindset
• Project Management: self-starter who can propose new ideas, organize project in a structured manner, map key project milestones and timing, define roles & responsibilities, and demonstrates a proactive drive to ensure projects are completed in a timely manner
• Can-Do Positive Attitude: self-aware of impacts on others, present genuine self to form positive/effective work relationships, magnifies diversity of markets, people and perspectives to drive mutually beneficial business outcomes in an open, optimistic and inclusive manner

***

• Min 3 days in the office, Tuesday, Wednesday and Thursday
• Occasional business travel
• Participation in after work team building activities/training

Why Allergan Aesthetics?

We believe in the work that we do and together we create the products and technologies that drive the advancement of aesthetic medicine. Our principles are shaped to empower us to deliver on that promise:

• Making your practice our purpose
• Inclusive of all people
• Putting science at the core
• Creating what’s next
• Connecting to patients.

We show up every day, energized by the chance to make a real difference in people’s lives. So, every day is one that counts. Aligning your interests with our imperatives as a business, you always have opportunities to step up and reach higher. So, we foster an inclusive, supportive environment where you’re empowered to ask questions, think big and build on each other's best ideas.

AbbVie is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html